Customer Service Representative I-IV Limited Assignment

Closing Date: January 4th 2025

Shift: Monday-Friday 8:00am-5:00pm

Number of positions: 3

Wage Rate: $24.98 - $35.32 hourly.

Benefits: This link below will provide you with Grant PUDs benefit that may be available if hired. Different employee types are eligible for different benefits.

Grant PUD Unified Insurance Program ()

A pre-employment background check will be administered as part of the hiring process.

Note:This is a limited assignment position that is set to end on or before 2 years

Basic Function:
The purpose of this job title is to build on the previous CSR job title essential functions increasing knowledge of the District its customers customer service policies and working procedures. Employees in this job title should demonstrate a solid knowledge of processes and procedures required to assist the Districts customers consistently demonstrate high quality customer interactions possess effective problem-solving skills when dealing with customers and act as a role model for other CSRs including taking an active role in providing training.

Essential Function:

Customer Service Representative- CSR I:

The purpose of this job title is to orient train and evaluate qualified individuals who exhibit an aptitude ability and desire to work with the public in a customer
service capacity within an electrical utility. This is a starting entry level job title for the Customer Service Representative Career Ladder and subject to General Work Provisions of the Collective Bargaining Agreement. A CSR I is expected to become knowledgeable of Grant County PUD its customers Customer Service Polices and working procedures.

Must demonstrate proficiency in the following essential functions:

Customer Information System (CIS) Knowledge

• Ability to identify and understand all account types.
• Ability to accurately create a new account.
• Ability to verify a customers credit worthiness and determine
  applicable deposit requirements.
• Ability to accurately update account information.
• Ability to understand and access a customers financial history billing data and explain to a customer.
• Ability to access and understand customer meter data and whether their meter is on or off.
• Process a customers move in / move out for appropriate premises.
• Ability to process customer payments which includes cash
  handling on line payments and remittance exceptions.
• Ability to handle pay plans with a customer per credit and collection guidelines.
• Ability to perform balancing procedures which includes researching and processing overages and shortages.
• Ability to turn on and/or turn off a remote meter in the CIS and/or metering head-end system.
• Understanding of cash batch processing which includes researching payments and archiving cash batches.
• Basic knowledge of the timeline for billing collection severance write-off and assigning and understanding the boundaries of each step.
• Ability to manually calculate a bill (including a pro-rated bill) for residential and commercial customer classes.
• Ability to discern the types of field activities generate and dispatch field orders.
• Basic knowledge of billing adjustments and ability to waive fees within approved boundaries.
• Basic knowledge of meter reading cycles and meter reading schedule with the ability to determine approximately when a premises meter will be read next.
• Basic knowledge of bill cycle schedules with the ability to determine when a customer will receive their next bill.
• Knowledge of budget payment program and ability to set a customer up with the recommended budget amounts per established procedures.
• Process of how to access and read routine reports/queries.

Customer Service Policy and Procedures

• Knowledge of District Customer Service Policies which relate to accounts billing and collections.
• Basic knowledge of new construction processes including contribution in aid of construction (CIAC) charges.
• Ability to qualify and establish customers on low-income discounts.
• Ability to qualify a customer for assistance programs (i.e. Share the Warmth).
• General knowledge of District Rates with a working knowledge of the residential rate.
• Knowledge and application of Districts confidentiality and public record policies.
• Basic conceptual knowledge of landlord tenant and landlord reversion rules including the ability to identify the same.
• Basic knowledge of bankruptcy accounts and communication boundaries.
• Basic knowledge of returned bank items.
• Basic knowledge of irrigation accounts irrigation timeline and types of charges.
• Ability to process customer requests to repair streetlights.
• Knowledge and processing of returned mail.
• Ability to generate a trouble report and research in the Districts outage/trouble report system.
• Working knowledge of security procedures including bomb threat robbery and emergency evacuation.
• Basic knowledge of conservation loans and payment posting procedures.
• Ability to respectfully contact collection and severance customers to remind them of past-due account status with notice of forthcoming disconnection for nonpayment and applicable charges therein.
• Basic knowledge of the extreme heat and cold weather advisories and customers rights and District requirements under
  Washington State Law.

Customer Care

• Basic knowledge of the Districts interactive voice response (IVR) and automated call distribution (ACD) telephone system in order to understand the callers experience.
• Ability to login to the appropriate queue record a phone call warm transfer a call put a caller on hold and initiate a conference call.
• Use of established call quality standards.
• Understand boundaries of payment arrangements.
• Ability to actively listen to a customer provide solutions or options communicate effectively and escalate appropriately.
• Ability to accept coaching and feedback towards improved interactions.
• Participate in outbound calling campaigns to customers.
• Demonstrate positive respectful teamwork behavior.
• Basic knowledge of answering the business inbound calls and transferring calls.
• Ability to provide support within any local office.
• Communicating with customers regarding written off and assigned accounts and understand the boundaries in handling these.
• Ability to note a disconnected for nonpayment account for the calculated amount of all charges and deposit requirements needed for reconnection.

Customer Service Representative- CSR II:

In addition to all CSR I essential functions employee must demonstrate proficiency in the following additional essential functions:

Customer Information Systems (CIS)

• Ability to change bill cycles taking into consideration the impacts of the changes.
• Ability to locate meters transformers grid and township/range/section in the CIS system.
• Knowledge and skills to research misapplied payments or other payment issues and the ability to correct.
• Basic knowledge of irrigation deposits which includes determining the deposit amount requesting the amount from the customer and presenting deposit options.
• Working knowledge and/or ability to research system generated refund checks.

Customer Service Policies and Procedures

• Ability to create or change landlord tenant accounts and landlord reversion rules.
• Ability to understand and communicate effectively to customers the Rates and Policies. Ability to handle payment arrangements with a customer per credit and collection guidelines.
• Basic knowledge of Energy Service programs and appropriate person to refer to.
• Knowledge of the procedures related to deceased accounts.
• Basic knowledge to analyze high bills and escalate as appropriate.

Customer Care

• Knowledge of field personnel and their appropriate roles within customer service processes.
• Demonstrated use of effective communication tools to diffuse angry or difficult customers.
• Proficient in working with customers who are experiencing financial difficulty by using payment arrangements and referring customers to assistance agencies.
• For full-time regular employees ability to accept and perform after-hour callouts for customer assistance.
• Assisting CSRs in lower job title.

Customer Service Representative- CSR III:

In addition to all CSR I and CSR II essential functions CSR Ill must demonstrate proficiency in the following essential functions:

Customer Information System (CIS)

• Ability to work with the Districts irrigation customers including the following:
  • Setting up new irrigation accounts and services.
  • Understand and explain irrigation billing components with the ability to hand-calculate an irrigation bill.
  • Understand irrigation power agreements.
  • Determining deposit requirements and/or prepayment requirements.
  • Basic understanding of irrigation collection processes.
  • Knowledge of field activity processes.
• Knowledge of the customer disconnect process with the ability to perform the following:
  • Within system boundaries processing and scheduling door tags and disconnects for non payment (DNP5).
  • Adjusting or canceling scheduled DNP execution dates and/or times as needed.

Customer Service Policy and Procedures

• Must exhibit sound working knowledge of District procedures within the guidelines of the Customer Service Policy Manual and the ability to apply these to individual customer situations.

Customer Care

• Assisting CSRs in lower job titles.

Customer Service Representative- CSR IV:

In addition to all CSR1 CSR2 and CSR3 essential functions CSR4 must demonstrate proficiency in the following essential functions:

Customer Information System (CIS)

• Ability to process billing adjustments including but not limited to transferring of balances between accounts removal of late payment charges and review budget payment adjustments.
• Be knowledgeable and aware of applicable Customer Service Policies.

Customer Service Policies and Procedures

• Knowledge of custodial funds including issuing payments and performing reconciliations
• Working knowledge of work order process and how a customer applies for new construction.
• Working knowledge to setup new premises and generate a receivable and process a payment in CIS.
• Knowledge of advanced collection processing including assigning debts to collection agencies and processing payments from collection agencies.
• Be knowledgeable and aware of applicable Customer Service Policies.
• Ability to process Fiber applications and provisioning.
• Basic understanding of Fiber maintenance process service order process and how to directly answer Service Provider requests.

Customer Care

• Participate in training CSRs in lower job titles.

Education

High school diploma or GED from an accredited institution.

Experience

• Valid Washington State Drivers License.
• Completion of a minimum of six (6) months of employment as a CSR III.

Other Knowledge Skills and Abilities

• Ability to operate a computer and other applicable office machinery.
• Ability to perform mathematical calculations.
• Ability to actively listen problem solve and communicate clearly in person over the telephone or in writing.
• Ability to handle confidential information with discretion.
• Must be bondable.

Physical Requirements

• Must be mentally and physically fit for duty.
• Long period of time standing and sitting.
• The use of telephone headsets.
• Keyboard entry.

*For a full list of requirements the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).

The statements contained herein reflect general details as necessary to describe the principal functions for this job the level of knowledge and skill typically required and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas.

Required Experience:

Unclear Seniority